- (Guide) How to Market Returnly Credit to Your Customers
- (Video) The Power of Returnly Credit
- Supplemental Materials
Returnly Credit is an add-on feature that can allows shoppers to get the right item before returning the wrong one, helping brands exceed expectations, save sales, and build loyalty. However, it's equally important to communicate Returnly Credit's virtues to your own customers, and the value they get at every stage of their shopper journey. Below, we have some Best Practice resources you can tap into. There are Best Practices .pdfs, and a webinar on this topic.
(Guide) How to Market Returnly Credit to Your Customers
In this guide, we’ll discuss how and where to market Credit to drive usage, reduce confusion and make a lasting impact on customer satisfaction. Returnly’s Credit offering allows customers to shop directly on your website after a return. We are the only solution that helps you retain revenue even after the return, so it’s worth considering how best to communicate this unique experience to your customers.
First, let’s discuss where to market Credit to help prepare customers, get ahead of customer questions, and minimize possible confusion. We also share recommendations on how to speak about Credit in a way that is clear, consistent, and prompts customers to shop again. As always, feel free to use the provided copy in your own assets!
Feature Credit Across 3 Main Touchpoints
- Returns Policy
Over 60% of customers review a store’s return policy before they purchase, so it’s important to use this high-traffic touchpoint to overcome shopper hesitation and minimize perceived purchase risk. Dedicate a section of your returns policy to communicate what Credit is and how it enables customers to shop your site immediately after initiating a return.
See our sample FAQs below:
What is an “Instant Credit”?While processing a return via the Returns Center, you may be offered an Instant Credit code along with a prepaid shipping label. If you do receive a code, you can use this Credit to buy something new without having to wait for your return refund. Once we receive your original item(s), we'll deactivate any unused Credit and refund the outstanding balance back to your original payment method.
How do I use “Instant Credit”?You'll use your Instant Credit code at checkout, similar to a gift card. The Credit amount will be for the amount of the items being returned. If you use Credit and the price of the new order is less than your Credit amount, you will be refunded the remaining amount to your original payment method.
What happens if I don’t use my “Instant Credit”?Instant Credit comes with no strings aached. Any unused portion of the Credit will be refunded back to your original payment method.
- Returns Confirmation Page
While many shoppers will review your returns policy, some customers will first learn about Credit on the returns confirmation page, where they download their shipping label. Here, let your customers know they can use Credit to shop your site while waiting for their return to be processed. By offering an easy path to find the right item, you gain a competitive advantage and lower the levels of commitment required to make the initial purchase.
There are two places on the returns confirmation page that reference Credit. Follow the directions outlined on our Knowledge Center, linked here, to edit your page.
2b: How It Works ContainerHeadline: How It WorksShop for something new while your return and refund are being processed. Your Instant Credit come with no strings aached. If you don't use any of your store credit, you'll be refunded in full as usual.Icon 1: Find Something NewUse your Instant Credit to make a purchase of a different product. If you don't use your credit, you'll be refunded as usual!
Icon 2: Pay With CreditAdd your code to the gift card eld at checkout. Your new purchase will ship right away, even if you haven't mailed your original return yet.
Icon 3: Return Items Stress-Free
Once we receive your returned items, we'll deactivate any remaining Credit and refund to your original payment method.
- Shopper Emails
While some customers are ready to repurchase at the point of return, 64% of Credit purchases occur up to a week later -- so it’s important to follow up even after the return session is complete with Credit information and instructions.There are two important emails to consider when offering Credit. Follow the directions outlined on our Knowledge Center, linked here, to edit your emails.
3a: Instant Credit Amount EmailThis email is sent immediately after the return is started. It includes your customers Credit code and details on how it works. Merchants can also embed product recommendations to this touchpoint. When included, Returnly applies the Credit value in form of a strikethrough price encouraging customers to act now.3b: Instant Credit Reminder EmailThis email is sent three days after the return is started as a reminder for any unused Credit. Any salesperson or marketer can speak to the importance of follow-up for getting the best results. A gentle reminder combined with good timing can help catch customers’ attention and nudge them to repurchase. By positioning a reminder email as one last check-in before their refund is processed, you create an additional retention opportunity while keeping your brand top of mind.
(Video) The Power of Returnly Credit
- Read our Knowledge Center article for our Returnly Credit Overview
- Read our Knowledge Center article for a step-by-step guide for setting up Stripe